VOICE OF THE GUEST As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property Focus on guest satisfaction from all touchpoints throughout the customer journey and identify improvement opportunities Represent the guests\xe2\x80\x99 voice within the hotel; centralize and analyses all available guest feedback regarding hotel products and services (directly from guests and tools: VOG, Accor Customer Digital Card, ResaVision\xe2\x80\xa6) Encourage staff to invite guests to complete the hotel guest satisfaction survey Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex Manage responses to all guest feedback, as per Accor\xe2\x80\x99 recommendation Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees) Performing root-cause analysis in each touchpoint, problem resolution & prevention plans, following-up on necessary actions and implementation Deep Dive on Member\xe2\x80\x99s experience and satisfaction and work closely with the loyalty activist to implement clear action plans Conduct weekly HOD meeting to communicate performance, support and follow up on action plans Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction in all touchpoints and to drive preferences Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels Conducts Guest Experience Management induction for new hires BRAND ASSURANCE AND QUALITY PROGRAM Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments Review and follow up on action plans proposed by each department post-mystery audit Take the initiative to actively implement daily / weekly cross-department assessments and delegate to staff to empower them in doing the task Conduct quarterly full self-assessments Set internal target to ensure the highest audit score during the mystery audit Works with training manager to ensure brand DNA is part of all guest service training and induction OPERATIONAL: GUEST SERVICE Has regular and close interactions with hotel guests to collect feedbacks and ideas Ensure VIP guests\xe2\x80\x99 experience meet expectation from pre-arrival to departure Work on Member\xe2\x80\x99 surprise and delight concepts together with the loyalty activist Train, guide and monitor guest relation team performance to ensure all standards and operation procedures are adhered to Takes pride in delivering a high-quality service Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one Allows and supports team members to resolve internal and external guest service issues OTHER INVOLVEMENT HEARTIST: The Guest Experience Manager/Director/ Champion works closely with GM to ensure the entire hotel team fully embrace Heartist service culture to enhance guest experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community) ACDC: The Guest Experience Manager/Director/ Champion works closely with the ACDC Champion and FOM in embracing the platform, collecting and using guest preferences to personalize guest\xe2\x80\x99s experience. Takes pride in posting Sparkle moments on the CXC (Customer Experience Community) Change Management: models a positive response to organizational change; leading the change process through coaching and communication Attend regional/country Guest Experience meetings/trainings as required Main Complexity/Critical issues in the Job The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant/innovative products, services and programs Coordinate, communicate and get buy-in from the different stakeholders at various levels The ability to influence stakeholders The ability to create and lead a guest-centric culture at the property Act as a role-model and inspire behavioral change Lead and foster excellence and innovation
Evolveland Bhd is a real estate development and management companies based in Miri.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5